Insights : Case Study

CRM, Customer relationship management. Customer network management and development of customer information exchange, social media, digital online. Businessman connecting to global customer network.

Maximizing Workforce Management Efficiency through Proactive Customer Support Strategies

Overview

Delaplex provided dedicated customer support for a leading workforce management platform, delivering innovative solutions to enhance operational efficiency and employee satisfaction. Through strategic collaboration and tailored support across global time zones, Delaplex facilitated sustainable growth for their client.

Client Needs

The client needed comprehensive support from Delaplex to modernize their workforce management practices. The goal was to replace outdated legacy tools with a contemporary WFM solution, addressing operational efficiency in a rapidly evolving market.

Project Challenges

The client faced several challenges that impacted their operational efficiency and employee satisfaction:

The Delaplex Solution

To address these challenges, Delaplex employed their Comprehensive Managed Services Program, which includes three Advanced Levels of Support:

"The Delaplex team's contributions have been invaluable to our growth and operational success."
Director of IT, Workforce Management Software Provider

How We Did It

Delaplex tackled operational bottlenecks with proactive customer support, facilitating the transition from outdated tools to a state-of-the-art WFM system. The aim was to ensure seamless integration and efficient delivery, fostering a culture of excellence and enhancing the customer experience. The team offered 24/7 support across all time zones to align various activities such as T&A, Scheduling, Demand & Forecast, and Frontline Communications. The project utilized a variety of technologies and platforms, including:

Results

About The Client

At the forefront of workforce management innovation, the brand streamlines and optimizes employee scheduling and performance. The cutting-edge platform supports businesses in achieving significant cost savings, improved productivity, and a more engaged workforce using intelligent automation and user-friendly technology.

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“Delaplex’s proactive support and innovative solutions have significantly improved our workforce management system.”

Director of IT

Workforce Management Software Provider

Summary

Learn how the Delaplex customer support team proactively modernized the client's workforce management system. By leveraging advanced technologies and strategic methodologies, delaPlex helped the client overcome operational challenges, leading to enhanced efficiency and growth.

Technologies

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